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通过梳理IS持续使用理论和服务管理中用户满意度研究的发展脉络,借鉴其成果并结合SaaS系统的特点,提出了SaaS用户满意度与持续使用的理论模型,并通过问卷调查的方法收集数据,采用SPSS、AMOS进行数据处理、假设检验和结构分析,以对模型进行检验。研究结果表明,SaaS系统的系统质量和服务质量会影响用户的满意度,并且满意度与感知有用性一起影响用户的持续使用意图。使用IT知识存量和组织嵌入作为调节变量,分析了在不同的条件下,服务质量和系统质量等外生因素与用户满意度之间关系的变化。定义了SaaS信息系统的系统质量、服务质量、用户感知有用性的测量维度和方法,这对SaaS提供商有的放矢的提高系统质量和服务质量,提高用户的有用性感知和满意度,进而促使其持续使用有直接的借鉴意义。
By combing the development of user satisfaction research in IS continuous use theory and service management, drawing on its achievements and combining with the characteristics of SaaS system, a theoretical model of user satisfaction and continuous use of SaaS is proposed. Data are collected through questionnaire survey, Using SPSS, AMOS for data processing, hypothesis testing and structural analysis to test the model. The results show that the system quality and service quality of SaaS system will affect user satisfaction, and satisfaction and perceived usefulness affect the user’s intention of continuous use. Using IT knowledge stock and organizational embedding as the adjusting variables, this paper analyzes the changes of the relationship between external factors such as service quality and system quality and customer satisfaction under different conditions. The definition of SaaS information system, system quality, service quality, user perceived usefulness of the measurement dimensions and methods, which SaaS providers targeted to improve system quality and service quality, improve user perception and satisfaction of usefulness, thereby contributing to its continued The use of direct reference.